Senior Director, Philanthropy Patient Liaison Program

City of Hope•Duarte, CA

About The Position

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today. City of Hope's Office of Philanthropy plays a critical role in advancing groundbreaking research, compassionate patient care, and world-class education. As the Senior Director, Philanthropy Patient Liaison Program, you will lead a highly visible program that bridges philanthropy and patient care, ensuring an exceptional experience for major donors, philanthropic partners, and their families. This leadership role oversees day-to-day operations of the Philanthropy Patient Liaison Program (PPLP), partners closely with clinical and site leadership, and drives a culture of collaboration, accountability, service excellence, and donor-centered engagement. You will have the opportunity to influence strategic initiatives, develop high-performing teams, and contribute to City of Hope's mission of turning hope into reality.

Requirements

Bachelor’s degree in Communications, Marketing, or a related field; equivalent experience may be considered in lieu of education requirements.
5+ years of experience in a hospital or healthcare environment with significant exposure to patient care operations and healthcare delivery practices.
Minimum of 3 years of leadership or supervisory experience in a customer service-focused environment.
Demonstrated ability to build collaborative relationships with physicians, clinical teams, donors, patients, and executive stakeholders.
Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
Excellent communication, judgment, decision-making, and delegation abilities.
Experience analyzing operational metrics and driving process improvements.
Ability to work independently while fostering a highly collaborative team environment.
Proficiency with Microsoft Office Suite.
Commitment to confidentiality, professionalism, integrity, and superior customer service.

Responsibilities

Lead and manage the Philanthropy Patient Liaison Program, ensuring exceptional patient and donor experiences across assigned site locations.
Serve as a key liaison between the Office of Philanthropy, clinical teams, physicians, and site leadership to facilitate seamless coordination of care.
Manage and develop the PPLP Navigation team, providing leadership, coaching, and operational oversight.
Steward current and prospective donors, identify opportunities for deeper philanthropic engagement, and document HIPAA-compliant interactions.
Coordinate patient and family navigation services, ensuring appointments, communication, and care experiences are executed with excellence.
Oversee Asana tracking, KPI dashboards, reporting processes, and operational metrics to measure program effectiveness.
Provide strategic insights and recommendations to philanthropy leadership regarding patient experiences, engagement trends, and growth opportunities.
Manage day-to-day site operations and collaborate with national leadership to align local workflows with enterprise standards.
Allocate departmental resources, delegate responsibilities, and ensure efficient execution of program objectives.
Represent City of Hope with professionalism, integrity, and a commitment to service excellence while supporting special projects, committees, and organizational initiatives.